Job Title: Customer Expert
Location: Norwich
Contract: Permanent
Salary: Starting salary up to £22,000 depending on experience (+benefits)
Working Hours: Average of 35 hours a week. Shift patterns covering the hours of Monday-Friday 8:00 - 18:15*
*current opening hours and potentially subject to change

The extras. The bonuses. The benefits. We know they all matter. A lot. That’s why we take care to make sure our roles here at Aviva not only come with a good starting salary (this one’s up to £22,000) but also an attractive benefits package. This includes staff discounts, great pension, professional development and a supportive well being culture that wants you to bring your true self to work.

If the above sounds good to you, we’re looking for to join us as a Customer Expert in our Norwich office.

In this role, it’s a case of headset on, microphone at the ready, and answering calls from all kinds of customers. You can expect to be investigating situations and making decisions every day with maximum efficiency and minimal fuss.

Customer service at Aviva isn’t about obsessively hitting rigid targets. It’s more about delivering a personalised service on every call in a style that reflects our mission to be the insurer that cares more.

Incoming calls will require you to know plenty about our wide range of insurance products and services, some of which can be complex and technical. Naturally, we won’t expect you to turn up to your interview with a vast knowledge of our products and services (although you should be familiar with the basics of what we do). We’ll provide training so you get to know the ins and outs of Aviva, giving you the confidence and information to solve customer queries.

And, thanks to our Smart Working policy, you’ll enjoy a good degree of flexibility both in terms of when and where you work if you need it.  All things we can discuss during your interview. Now, what about those extras, bonuses and benefits?

What you’ll get:

• A starting salary of up to £22,000, depending on your skills and experience

• 25 days’ holiday plus bank holidays, to give you time to spend your earnings

• Freedom to buy or sell up to five days’ holiday each year

• Chance to earn a bonus for excelling in your daily role

• Up to 40% off Aviva products, including Motor and Travel insurance, and up to 15% off for your friends and family

• Discounted healthcare

• Money off cinema tickets, groceries, clothes, electronics and more

• A generous 14% company pension contribution (based on an 8% employee contribution)

• Outstanding opportunities to develop your career with us

• Ongoing training from customer service professionals

• A self-led learning culture that lets you develop your skills at your own pace

• Scope to move into more senior roles

• Team Volunteering Days so you can give back together

What we’re looking for:

• Strong communication skills

• An excellent telephone manner

• Determination to empathise with each customers’ situation

• Ability to listen closely and react appropriately when on calls

• Good problem solving skills and ability to overcome objections and handle challenging conversations

• Ability to check facts to ensure accuracy and use these to overcome stumbling blocks

• A positive, can-do attitude

• A team player who’s happy working with and learning from others

• Willing and able to suggest alternative digital solutions to resolve customer queries more quickly

Working at Aviva

Watch this video to see what our people enjoy most about working here: https://www.youtube.com/watch?v=jpkbB3O01HA

Our business is all about giving everyone a better tomorrow – our customers and our people. Success in this role depends on you:

• Caring for customers

• Having the confidence to speak up

• Taking ownership of customer interactions

• Making good decisions

We care deeply about diversity and inclusion here at Aviva. So, if you meet our criteria, we encourage you to apply whatever your background and experiences. 

We’re also flexible when it comes to work, giving our people options to work different hours and from home when they need to. So, if you’re interested in the role but need to adjust your hours, perhaps to do the school run, we’re happy to discuss this during your interview.

To take a step closer to that interview, and to a role with a great salary and a string of attractive benefits, please apply online here. If you require an alternative method of applying, please give Dylan Wood a call on 07385 426164 or send an email to Dylan.wood@aviva.com.

All disabled applicants* who meet our criteria will be interviewed. Please send us an email once you’ve applied stating that you have a disclosed disability and we’ll arrange your interview.

As defined in The Equality Act 2010. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.